Good afternoon Ed,
My apologies for this mistake which rightfully so makes the product unusable as it current is. I'm sorry that our mistake will unfortunately cause you delays and getting to use your new accessory right away as it should be expected. We have revised this issue with our assembly guys to try and prevent it from happening again. Also, in order to further prevent mistakes like this to happen again we will also have our shipping department close off/tape up the tool box before shipping it (as opposed to our assembly department) so that they can also have a 2nd look inside the box to ensure that mistakes like this one don't happen again.
I tried calling the number we have on file for you and left a voicemail;
There are 2 solutions to resolving this, either we send you a prepaid return label to get the product back to us and issue a full refund or we send the correct replacement part that should have been part of the package in the first place.
As always, I make my personal cellphone available all over our website and the thank you sheet enclosed in every box so that I can be reachable as quickly and efficiently as possible to address any mistakes we might have made on our end at one stage or another. Here is my cellphone number again just in case; 613-978-2637 or my email; email@example.com
Please reach out to me at your earliest convenience so that we can either send you a replacement part or a prepaid return label for a refund based on your preference.
Again, my apologies for this mistake made on our side. Moving forward we have adapted the way we proceed with the assembly/packaging of our measuring gauge to ensure this does not happen again.
thank you for your collaboration
President Innovatools inc